Case Study

Dishing Up Positive Employee Recognition

ARAMARK, a global leader in professional services, provides award-winning food, hospitality, facility management services and high-quality uniform and work apparel to organizations around the world.

Dimitra "Mimi" Kostos, food services director for ARAMARK's food and nutrition services division, manages school cafeterias in Philadelphia. Mimi knows the power of personal communication with employees. For three years, she has purchased birthday cards from Hallmark Business Expressions to send to the managers she supervises.

"I gather all their birthdays, then write out birthday cards at the beginning of every month," Mimi says.

It's a simple task-just writing a few quick notes-but the results have been astonishing.

"My managers were so appreciative, it was shocking," Mimi says. "Many of them told me I was the first supervisor who had acknowledged their birthday!"

So Mimi expanded her card-sending regimen, adding holiday cards to employees, vendors and school contacts, as well as sending thank you cards to employees for a job well done. She chose Hallmark Business Expressions greeting cards, she says, because they express just the right sentiment for each business communication situation. Still, Mimi always takes the time to write a personal note in each card she sends.

"You have to give a little extra," she says. "You have to say, 'Thanks for working so hard on that project,' or 'I enjoy working with you.' You have to add that personal touch."

Mimi started recognizing employees when working with the School District of Philadelphia. Today, she works with the Archdiocese of Philadelphia. When she began there, she hadn't met many of the managers she supervised. So, she used their birthdays as an opportunity to introduce herself to them through a Hallmark Business Expressions greeting card, including a note that she was looking forward to working with them in the upcoming year.

Mimi's note writing has had a dramatic effect on the way she relates to those she supervises. She says that 75-80 percent of her card recipients thanked her for sending the card and acknowledging the work they do.

"It's easy to thank someone out loud," says Mimi, "But to pick out a card, sign it, add a personal note and mail it takes a little extra work. It really makes a difference."

Mimi says sending cards shows employees and vendors that she cares about them not just as a business partner, but as a person. One tribute to her program's success is the way her employees interact with her as their manager.

"I've moved on to a different school district in Philadelphia," she says, "but I still have managers from my first school calling to see if we can meet for lunch. They ask me about their careers and for advice. I've developed real friendships and I enjoy still being able to support them. I really see a difference in the way my employees relate to me."

Mimi's story is a great testament to how taking a little extra time to recognize employees goes a long way. Better business relationships, appreciative employees and long-lasting friendships-more proof of the power of personal communication.

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